Workforce Reporting Analyst

1 week ago

Calgary, Canada Neo Financial Full time

Overview:
At Neo, we’re reimagining everyday financial services from the ground up and shaping the financial future for millions of people in Canada. We’re a tech company consistently pushing for the next best thing, which provides many opportunities to grow and learn personally and professionally. Ready to materialize your passion into a connected purpose? Come join a high-speed startup in a community of high-achieving dreamers and doers, set on innovating the best solutions.

Our Workforce Operations team plays a significant part in enabling our business areas to be at their most efficient through the sourcing, planning and reporting of our resources. Workforce Operations focuses on ensuring we have the right people, in the right place, at the right times so we continue to deliver exceptional experiences to new and existing customers. By planning ahead and leveraging data to make decisions, this team helps to drive forward the continued long-term success of our business.

**The Role**

As our next
**Workforce Reporting Analyst**, you’ll be responsible for historical reporting, trend analysis and KPI tracking to ensure our customer support and customer acquisition channels are being optimized and resourced effectively. We’re looking for someone who loves to analyze & synthesize data and can turn that data into a story for various lines of business.

What you'll be doing:

- Provide forecasting and staffing recommendations to the business by sharing insight on historical data, current trending and future state
- Alongside the Workforce Management team, create and share daily reporting on Key Performance Indicators from across the business (this will include KPI’s such as Call Volumes, Abandon Rate and Service Levels achieved)
- Respond to leaders questions, concerns, or requests around reporting and key trends
- Collaborate with the WFM team to design, create, and maintain reports including onboarding new hires, schedule changes, and managing time off
- Understand when concerns need to be escalated to department leadership
- Work with our leadership teams to improve our processes and tools

Who we're looking for:

- You bring 2-3 years of experience in reporting and data analysis
- You have strong expertise with reporting tools including spreadsheets, Data Studio, Talkdesk and Zendesk
- You bring an understanding of Workforce management systems or scheduling/resourcing tools
- You have database experience and ability to dig into any problem, and troubleshoot any kind of technical issue

What will help you succeed:

- You bring strong verbal and written communication skills, attention to detail, grit, perseverance, organization and a thirst for learning
- You are intellectually curious, and won’t stop investigating a problem until you have identified the root causes
- You are a structured and logical thinker, capable of taking a problem and breaking it down into its component parts

At Neo, you’ll be working with industry-leading technology that changes the way we live and realize a better financial future. It’s a serious deal, but that doesn’t mean we don’t know a thing or two about having fun. Our entrepreneurial environment gets our adrenaline pumping and beats the regular 9-5 job. We’re in it together, always. Gain hands-on experience and be part of the future.

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